Phone-Based De-escalation and Call Management for Dental Healthcare Providers

The following Phone-Based De-escalation and Call Management for Dental Healthcare Providers is designed to educate dental healthcare providers (DHCP) on recognizing upset or escalating patient calls, using calm and structured communication, setting appropriate boundaries, responding to safety concerns, and documenting difficult interactions objectively.

What you will learn:

• Recognize common causes of escalating patient calls

• Use calm communication to guide upset callers

• Identify when a call requires boundaries or escalation

• Apply clear boundaries for abusive or unsafe behavior

• Document difficult calls objectively and accurately

Once completed, you will receive a certificate of completion to verify you have finished the training. Course Length: 60 minutes; CE: 1.00.

The information contained in these trainings was derived from publications of OSHA, CDC/NIOSH, CMS, SAMHSA, and AHRQ(Government Sourced Material). None of the planners, authors or instructors for this activity have any relevant financial relationships to disclose. The Government Sourced Material used by AMC is available for no charge on their associated websites. The use of the Government Sourced Material by AMC does not imply endorsement or recommendation by OSHA, CDC/NIOSH, CMS, SAMHSA, AHRQ or by the United States Government, of AMC, its enterprise, its facility, its services or its products. © 2026 American Medical Compliance, no copyright claimed in Government Sourced Material. If you are not completely satisfied with this course within 30 days you will receive a full refund.